{"product_id":"kundnojdhetsundersokning-kundfeedback-csat-excel-2027","title":"Customer Satisfaction Survey \u0026 Customer Feedback 2026\/2027 – CSAT, Net Promoter Score \u0026 Excel | Word\/PDF","description":"\u003csection lang=\"en\" style=\"max-width:940px;color:#183849;line-height:1.8\"\u003e\n\u003ch2\u003eCustomer Satisfaction Survey Template 2026\/2027 – customer feedback, CSAT, recommendation index, and Excel\u003c\/h2\u003e\n\n\u003cp\u003eFind out what customers think with an editable \u003cstrong\u003ecustomer satisfaction survey in Word, PDF, and Excel\u003c\/strong\u003e. This complete template package provides your company with ready-made customer surveys, an invitation with a reminder, a form for feedback and improvement work, as well as a management report that follows up on both customer satisfaction and concrete actions.\u003c\/p\u003e\n\n\u003cp\u003eWith the included \u003cstrong\u003eExcel register for customer feedback\u003c\/strong\u003e, you can compile responses according to three clearly separated scales: customer satisfaction (CSAT), recommendation index on a scale of 0–10, and the customer's perceived ease (CES). Excel includes a dashboard with eight key performance indicators, status fields, and registers for surveys, cases, and follow-ups.\u003c\/p\u003e\n\n\u003cp\u003e\u003cstrong\u003eDigital delivery:\u003c\/strong\u003e 15 files in a ZIP package – seven editable DOCX, seven searchable PDF, and one XLSX workbook with nine tabs. Five main Swedish templates, a Swedish user guide, and a separate English User Guide.\u003c\/p\u003e\n\n\u003cp\u003eThe material is developed for small businesses, customer service, e-commerce, consultants, and organizations that want to work in a structured manner with customer experience. It contains no real customer data, sample customers, or allegedly statistically representative results.\u003c\/p\u003e\n\n\u003cnav aria-label=\"Customer satisfaction product content\" style=\"padding:14px 17px;background:#eaf4f5;border-radius:9px;margin:20px 0\"\u003e\u003ca href=\"#mb-fb-box1\"\u003ePackage content\u003c\/a\u003e · \u003ca href=\"#mb-fb-box2\"\u003eWhat the files contain\u003c\/a\u003e · \u003ca href=\"#mb-fb-excel\"\u003eExcel\u003c\/a\u003e · \u003ca href=\"#mb-fb-guide\"\u003eHow to do it\u003c\/a\u003e · \u003ca href=\"#mb-fb-law\"\u003eData protection\u003c\/a\u003e · \u003ca href=\"#mb-fb-faq\"\u003eFAQ\u003c\/a\u003e\u003c\/nav\u003e\n\u003cdiv id=\"mb-fb-box1\" style=\"border:1px solid #bedadd;border-left:5px solid #117e87;border-radius:13px;background:#e8f4f5;padding:21px 23px;margin:22px 0\"\u003e\n\n\u003ch2 style=\"font-size:1.34em;margin-top:0\"\u003e01. Package content\u003c\/h2\u003e\n\n\u003cul\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003e7 Word files (DOCX):\u003c\/strong\u003e five Swedish document templates for surveying and follow-up, a Swedish guide, and an English User Guide.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003e7 searchable PDF files:\u003c\/strong\u003e the same documents for printing and reference.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003e1 Excel register (XLSX):\u003c\/strong\u003e nine work tabs for questions, answers, actions, mailings, segments, and data protection.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eTotal of 15 files and 8 unique documents or tools\u003c\/strong\u003e in a digital ZIP delivery without shipping.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003cp\u003eThe main documents have a consistent design with headings, fill-in fields, and two specially framed information boxes showing the purpose and control before use. The supporting texts can be removed before sending to the customer.\u003c\/p\u003e\n\n\n\u003c\/div\u003e\n\n\u003cdiv id=\"mb-fb-box2\" style=\"border:1px solid #ccdee2;background:#fff;border-radius:13px;padding:21px 23px;margin:22px 0\"\u003e\n\n\u003ch2 style=\"font-size:1.34em;margin-top:0\"\u003e02. What the files contain – document by document\u003c\/h2\u003e\n\n\u003cdiv style=\"overflow-x:auto\"\u003e\u003ctable style=\"border-collapse:collapse;width:100%;font-size:.94em\"\u003e\n\n\u003cthead\u003e\u003ctr style=\"background:#17374a;color:#fff\"\u003e\n\n\u003cth style=\"padding:11px;text-align:left\"\u003eDocument\u003c\/th\u003e\n\n\u003cth style=\"padding:11px;text-align:left\"\u003eFunction\u003c\/th\u003e\n\n\u003cth style=\"padding:11px;text-align:left\"\u003eFormat\u003c\/th\u003e\n\n\n\u003c\/tr\u003e\u003c\/thead\u003e\n\n\u003ctbody\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e01. Customer satisfaction survey (CSAT)\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eQuestions about experience and delivery with a satisfaction scale of 1–5 and the option for voluntary feedback.\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eWord + PDF\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e02. Recommendation survey (0–10)\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eRecommendation question with calculation rules for promoters (9–10), passives (7–8), and detractors (0–6).\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eWord + PDF\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e03. Customer feedback \u0026amp; action plan\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eRegister improvement suggestions, discrepancies, responsible person, deadline, and verified closure.\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eWord + PDF\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e04. Survey invitation \u0026amp; reminder\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eTwo neutral message templates for voluntary participation and respectful follow-up.\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eWord + PDF\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e05. Customer insight report \u0026amp; decisions\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eReport measurement period, sample, response rate, CSAT, recommendation index, and decided actions.\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eWord + PDF\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e06. Swedish user guide\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eStep-by-step, method limitations, quality controls, GDPR, and instructions for Excel.\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eWord + PDF\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e07. English User Guide\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eEnglish guide to the main Swedish templates. No separate English main templates are included.\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eWord + PDF\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\u003ctr\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003e\u003cstrong\u003e08. Excel register with nine tabs\u003c\/strong\u003e\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px\"\u003eOverview, Surveys, Responses, Cases, Actions, Mailings, Segments, Data protection, and Read me.\u003c\/td\u003e\n\n\u003ctd style=\"border-bottom:1px solid #d8e5e7;padding:10px;white-space:nowrap\"\u003eExcel\u003c\/td\u003e\n\n\n\u003c\/tr\u003e\n\n\n\u003c\/tbody\u003e\n\n\n\u003c\/table\u003e\u003c\/div\u003e\n\n\u003cp\u003e\u003cstrong\u003eLanguage:\u003c\/strong\u003e Five main templates in Swedish. The English User Guide provides instructions in English but does not mean that the main templates are available in an English translation.\u003c\/p\u003e\n\n\n\u003c\/div\u003e\n\n\u003ch2 id=\"mb-fb-excel\"\u003eExcel customer satisfaction – dashboard and nine tabs\u003c\/h2\u003e\n\n\u003cp\u003eThe Excel file contains the tabs \u003cstrong\u003eOverview, Surveys, Responses, Cases, Actions, Mailings, Segments, Data protection, and Read me\u003c\/strong\u003e. You can register different surveys via survey ID, enter numerical responses, and document feedback and subsequent improvement measures.\u003c\/p\u003e\n\n\u003cp\u003eThe overview compiles \u003cstrong\u003eeight indicators\u003c\/strong\u003e: valid recommendation responses, recommendation index, CSAT, average CES, open feedback cases, unfinished actions, registered surveys, and planned mailings. Empty registers show zero as a technical initial value – which \u003cstrong\u003edoes not\u003c\/strong\u003e mean that customer satisfaction has been measured at 0 percent.\u003c\/p\u003e\n\n\u003ch3\u003eHow do the calculations work?\u003c\/h3\u003e\n\n\u003cp\u003e\u003cstrong\u003eCSAT – customer satisfaction:\u003c\/strong\u003e Percentage of responses of 4 or 5 out of all valid responses to a five-point question, expressed as a percentage.\u003c\/p\u003e\n\n\u003cp\u003e\u003cstrong\u003eRecommendation index (NPS method):\u003c\/strong\u003e The proportion of recommending responses 9–10 minus the proportion of critical responses 0–6 among all valid 0–10 responses. Responses 7–8 are included in the number of responses but do not contribute positively or negatively. The index can be between −100 and +100 and is a \u003cem\u003escore, not a percentage\u003c\/em\u003e.\u003c\/p\u003e\n\n\u003cp\u003e\u003cstrong\u003eCES – customer effort:\u003c\/strong\u003e Average on a scale of 1–7 where the template explicitly defines 1 as very difficult and 7 as very easy. Only compare results when the question phrasing and scale direction are the same.\u003c\/p\u003e\n\n\u003cp\u003eThe formulas have been tested with temporary data: three responses, recommendation index 0, CSAT 66.7 percent, and CES 5.33. The test data is \u003cstrong\u003enot saved in the delivery file\u003c\/strong\u003e. Automatic calculations do not provide a guarantee of statistical representativeness or that all entered responses are truthful.\u003c\/p\u003e\n\n\u003ch2 id=\"mb-fb-guide\"\u003eHow to conduct a customer satisfaction survey – 10 steps\u003c\/h2\u003e\n\n\u003col\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eDetermine the purpose:\u003c\/strong\u003e do you want to track delivery quality, customer interaction, service experience, or specific improvement work?\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eDefine the target group\u003c\/strong\u003e and the period the survey covers. Document which customers are being asked and how the selection is made.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eChoose questions:\u003c\/strong\u003e a satisfaction question 1–5, recommendation question 0–10, or ease-of-use question 1–7; only combine when relevant.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eAssess data protection:\u003c\/strong\u003e check the legal basis, what data is needed, duty to inform, and deletion\/disposal.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eCheck the communication channel:\u003c\/strong\u003e mailings must not constitute hidden marketing or be sent without assessing rules for the method.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eSend a neutral invitation\u003c\/strong\u003e that shows who is asking, the purpose, the time to respond, and where privacy information can be found.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eRegister responses in Excel\u003c\/strong\u003e with survey ID and without unnecessary names, personal identification numbers, or sensitive free-text data.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eInterpret results with caution:\u003c\/strong\u003e report number of responses, response rate, sample, measurement period, and possible biases.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eCreate actions\u003c\/strong\u003e for recurring problems, with a responsible person or function, deadline, and exit criteria.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eFollow up in the next period\u003c\/strong\u003e and test whether the improvements have led to a better customer experience.\u003c\/li\u003e\n\n\u003cli\u003e\n\u003c\/li\u003e\n\u003c\/ol\u003e\n\n\u003ch2 id=\"mb-fb-law\"\u003eGDPR and customer feedback – what does the company need to consider?\u003c\/h2\u003e\n\n\u003cp\u003eA customer satisfaction survey may involve \u003cstrong\u003eprocessing personal data\u003c\/strong\u003e even if the questionnaire lacks name fields. Customer ID, email address, unique links, free-text responses, and exact timestamps can sometimes make a person identifiable. Pseudonymized data can still be personal data.\u003c\/p\u003e\n\n\u003ch3\u003eLegal basis and information\u003c\/h3\u003e\n\n\u003cp\u003eAccording to the Swedish Authority for Privacy Protection (IMY), the processing must have a legal basis determined before the data is collected. Having a purchase agreement with a customer does not automatically grant the right to process customer data for every individual customer survey. Consent is one possible basis but is not always appropriate or necessary; a documented balancing of interests may be applicable under certain circumstances. Clearly inform about the purpose, legal basis, recipients, and storage period.\u003c\/p\u003e\n\n\u003ch3\u003eData minimization and storage period\u003c\/h3\u003e\n\n\u003cp\u003eOnly collect data that is necessary for a concrete purpose. Avoid personal identification numbers and sensitive data in open comment fields. Once the purpose has ceased, identifiable data should normally be deleted or anonymized, unless another legal basis or obligation justifies retention.\u003c\/p\u003e\n\n\u003ch3\u003eDifference between feedback and complaints\u003c\/h3\u003e\n\n\u003cp\u003eA voluntary survey does not replace the consumer's right to complain or the company's obligation to handle actual contract or delivery errors. Separate feedback cases from formal complaints and marketing campaigns. An invitation to the survey may not automatically be treated as permission to send advertisements.\u003c\/p\u003e\n\n\u003ch3\u003eLimitations of the NPS method\u003c\/h3\u003e\n\n\u003cp\u003eThe recommendation index uses an established method described by Bain \u0026amp; Company. NPS and related terms are associated with trademark rights. This is a standalone and independently developed document template and is \u003cstrong\u003enot certified, sponsored, or licensed\u003c\/strong\u003e by Bain, Satmetrix, or the rights holders of the method. An index alone does not prove profitability, customer loyalty, or the cause of a change.\u003c\/p\u003e\n\n\u003cdiv style=\"background:#fff4e8;border:1px solid #ead4b5;border-left:5px solid #b78137;border-radius:10px;padding:17px 20px;margin:21px 0\"\u003e\n\n\u003cstrong\u003eImportant limitation\u003c\/strong\u003e\u003cp style=\"margin:7px 0 0\"\u003eThe product consists of general document and Excel templates. It does not constitute an external statistical survey, legal assessment of personal data, certified research method, or guarantee for GDPR compliance. Source review October 18, 2026. The document version 2026\/2027 does not mean that future legislation has already been checked.\u003c\/p\u003e\n\n\n\u003c\/div\u003e\n\n\u003ch2\u003eRelated templates on Mallbutiken.se\u003c\/h2\u003e\n\n\u003cul\u003e\n\n\u003cli\u003e\n\n\u003ca href=\"\/en\/products\/reklamationsregister-returhantering-excel-2026-2027\"\u003eComplaint Register \u0026amp; Return Handling\u003c\/a\u003e – for more formal customer service, complaint cases, and return processes.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003ca href=\"\/en\/products\/reklamationsbrev-vara-tjanst-konsument-2027\"\u003eComplaint Letter for goods and services\u003c\/a\u003e – when a customer problem involves a concrete claim or complaint.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003ca href=\"\/en\/products\/integritetspolicy-cookiepolicy-mallpaket-gdpr-cookies\"\u003ePrivacy Policy \u0026amp; Cookie Policy\u003c\/a\u003e – for privacy information and the website's personal data routines.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003ca href=\"\/en\/products\/gdpr-registerutdrag-registrerades-rattigheter-mallpaket-2026\"\u003eGDPR register extract \u0026amp; data subject rights\u003c\/a\u003e – for data subject rights cases.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch2 id=\"mb-fb-faq\"\u003eFrequently asked questions about customer satisfaction surveys\u003c\/h2\u003e\n\n\u003ch3\u003eWhat is a customer satisfaction survey?\u003c\/h3\u003e\n\n\u003cp\u003eA survey where customers provide structured feedback about an experience, delivery, good, or service. The results are used to identify strengths and areas for improvement.\u003c\/p\u003e\n\n\u003ch3\u003eIs a customer survey included in Word?\u003c\/h3\u003e\n\n\u003cp\u003eYes. You receive a CSAT survey and a specific recommendation survey, both of which can be edited in Word and used as searchable PDF documents.\u003c\/p\u003e\n\n\u003ch3\u003eWhat does CSAT mean?\u003c\/h3\u003e\n\n\u003cp\u003eHere, CSAT measures the proportion of satisfied responses (4–5) to a five-point question. The calculation is based on valid responses and shows a percentage.\u003c\/p\u003e\n\n\u003ch3\u003eHow does Excel calculate the recommendation index?\u003c\/h3\u003e\n\n\u003cp\u003eAs the proportion of responses 9–10 minus the proportion of responses 0–6 among all valid 0–10 responses, multiplied by 100. The result is expressed as points between −100 and +100.\u003c\/p\u003e\n\n\u003ch3\u003eCan Excel show how easy customers find a case?\u003c\/h3\u003e\n\n\u003cp\u003eYes. A CES column uses a scale of 1–7 and compiles average ease according to the template's defined direction.\u003c\/p\u003e\n\n\u003ch3\u003eIs Excel pre-filled with fictional customers?\u003c\/h3\u003e\n\n\u003cp\u003eNo. The register is empty upon delivery and contains no real or made-up customer responses. The dashboard's zero values are just a technical starting state.\u003c\/p\u003e\n\n\u003ch3\u003eCan I send the survey without specific GDPR checks?\u003c\/h3\u003e\n\n\u003cp\u003eNo. Assess legal basis, data minimization, duty to inform, mailing channel, and storage period for your business before sending.\u003c\/p\u003e\n\n\u003ch3\u003eAre English surveys included?\u003c\/h3\u003e\n\n\u003cp\u003eNo. The five main templates are in Swedish. The package contains a Swedish guide and an English user guide.\u003c\/p\u003e\n\n\u003ch3\u003eCan I use the results as statistically certain conclusions?\u003c\/h3\u003e\n\n\u003cp\u003eNot automatically. Representativeness and certainty depend on sampling method, number of responses, non-response, how the questions were asked, and other circumstances.\u003c\/p\u003e\n\n\u003ch2\u003eMethod sources and data protection\u003c\/h2\u003e\n\n\u003cul\u003e\n\n\u003cli\u003e\u003ca href=\"https:\/\/www.imy.se\/verksamhet\/dataskydd\/det-har-galler-enligt-gdpr\/rattslig-grund\/\" target=\"_blank\" rel=\"noopener\"\u003eIMY – legal basis\u003c\/a\u003e\u003c\/li\u003e\n\n\u003cli\u003e\u003ca href=\"https:\/\/www.imy.se\/verksamhet\/dataskydd\/det-har-galler-enligt-gdpr\/grundlaggande-principer\" target=\"_blank\" rel=\"noopener\"\u003eIMY – fundamental principles under GDPR\u003c\/a\u003e\u003c\/li\u003e\n\n\u003cli\u003e\u003ca href=\"https:\/\/www.netpromotersystem.com\/about\/measuring-your-net-promoter-score\/\" target=\"_blank\" rel=\"noopener\"\u003eBain – measuring Net Promoter Score\u003c\/a\u003e\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003cp\u003e\u003csmall\u003eSvenska Dokumentmallar · Version 1.0 – 2026\/2027 · Source check 2026-10-18 · DOCX, searchable PDF and XLSX · 15 files in ZIP.\u003c\/small\u003e\u003c\/p\u003e\n\n\u003c\/section\u003e","brand":"Svenska Dokumentmallar","offers":[{"title":"Default Title","offer_id":55838255710550,"sku":"KUNDNOJDHET-FEEDBACK-2027","price":79.0,"currency_code":"SEK","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0827\/2373\/3846\/files\/kundnojdhetsundersokning-feedback-2027-hero_19adb2ee-cbd3-4038-8150-b34370fede0a.png?v=1792310754","url":"https:\/\/mallbutiken.se\/en\/products\/kundnojdhetsundersokning-kundfeedback-csat-excel-2027","provider":"Mallbutiken","version":"1.0","type":"link"}